Client Relationship Representative (Universal Banker)

First Merchants Corporation•Munster, IN

About The Position

First Merchants Bank is seeking a Client Relationship Representative to help the banking center achieve the company’s strategic and tactical goals. The role delivers high-quality customer service by completing bank transactions, opening deposit accounts, and processing loan applications, while identifying and recommending products, services, and digital tools that address clients’ current and future financial needs. The representative is expected to provide a meaningful service experience and meet personal production goals. The position combines customer relationship management, banking operations, sales and business development, team support, and risk management. Responsibilities include processing monetary and non-monetary transactions; balancing cash, teller cash recyclers, vault, ATM, and branch transactions; opening consumer and business accounts; processing loan applications; and using digital, CRM, and sales tools. The role also supports operational compliance, banking center goals, associate guidance, and client issue resolution.

Requirements

High school diploma or equivalent (GED).
At least one year of banking, sales, or related experience.
At least six months of experience selling products or services.
SAFE Act registration through the Nationwide Mortgage Licensing System (NMLS) is required at employment; employees must meet qualification requirements within three months of hire.
Ability to obtain Notary Public designation.
Ability to multitask in a fast-paced environment.
In-depth knowledge of products and services offered by the bank across all lines of business.

Nice To Haves

Prior banking experience.
Ability to sell and cross-sell bank products and services.

Responsibilities

Provide high-quality customer service for a wide range of general banking needs in a fast-paced, relationship-focused banking center.
Engage clients in conversations to understand their financial needs and recommend appropriate products, services, and digital solutions.
Resolve client inquiries, concerns, and complaints within the scope of authority, and use customer feedback to strengthen relationships and loyalty.
Maintain accurate client records and account information.
Process monetary transactions, including deposits, withdrawals, loan payments, check cashing, night deposits, cashier’s checks, money orders, and change orders.
Balance cash, teller cash recyclers, vault, ATM, and branch transactions as needed.
Process non-monetary requests such as stop payments, debit card orders, address changes, and check orders according to policy.
Follow internal controls and daily security procedures, support banking center operations, and comply with policies and procedures.
Monitor and resolve deposit and loan exceptions, escalating issues as appropriate.
Lead and participate in sales and service activities to support individual, team, and banking center scorecard goals.
Use guided conversations and relationship management tools to identify opportunities to deepen client relationships.
Open new consumer and business accounts and process loan applications for new and existing clients.
Educate clients about digital tools and enroll them in electronic banking products and services during account opening and onboarding.
Conduct teleconsulting activities, including call blocks and call nights, to support sales goals.
Use CRM and sales tools to document, track, and manage client interactions and incentive plan activity.
Pursue new business opportunities and make partner referrals for merchant services, treasury management, mortgages, and investments.
Participate in daily huddles, weekly meetings, coaching sessions, and touch bases as part of the sales management process.
Provide associates with guidance on operational procedures, service standards, and sales practices.
Assist the Banking Center Manager with administrative and operational activities, including audits, branch balancing, and efficiency initiatives.
Serve as a resource for associates handling problem resolution and procedural questions.
Ensure compliance with applicable regulations, policies, and reporting requirements, including BSA, OFAC, CIP, EDD, and information security standards.
Complete required training and stay current on regulatory, operational, and product knowledge expectations.